Returns, Warranty Claims & Product Support
Dreamworld Equestrian stands behind the leather goods and Western products we supply. We understand that legitimate return, damage and warranty issues can occur, and we will work with customers, retailers and wholesale partners to review properly documented claims and determine an appropriate resolution.
PROOF OF PURCHASE REQUIRED • RETURNS MUST BE AUTHORIZED • WARRANTY CLAIMS REVIEWED INDIVIDUALLY
Proof of Purchase Is Required
All return requests, warranty claims and product defect claims must include valid proof of purchase. Acceptable documentation may include an invoice, order confirmation, sales receipt or other record that clearly identifies the product, purchase date and seller.
Proof of purchase allows us to confirm that the product came through Dreamworld Equestrian, Saddle Online Shop / TOMAR’S or another authorized sales channel and helps us determine the correct process for the claim.
How to Submit a Return or Warranty Claim
1. Contact Us First
Do not send merchandise back without contacting us first. Email sales@dreamworldeques.com with your order information and a description of the issue.
2. Provide Supporting Documentation
Include proof of purchase, the product name or item number when available, the purchase date and clear photographs showing the product and the issue being reported.
3. Wait for Authorization
After reviewing the information, we will provide instructions if the product needs to be returned for inspection. Merchandise returned without authorization may delay processing.
Warranty Claims
If you believe a product has a defect in materials or workmanship, contact us with supporting proof of purchase and clear photographs of the claimed defect. Warranty requests are reviewed individually based on the product, the nature of the issue, the age and condition of the item and the circumstances surrounding the claim.
Depending on the circumstances and applicable warranty terms, an approved claim may result in repair, replacement, credit, refund or another appropriate resolution. We may require the product to be returned for inspection before a final decision is made.
Examples of Information We May Request
- Order number, receipt or wholesale invoice
- Product name, SKU or item description
- Purchase date
- Clear photographs of the full product
- Close-up photographs of the claimed defect or damage
- Description of how and when the issue occurred
- Any additional information reasonably needed to evaluate the claim
What Is Generally Not Considered a Product Defect
Leather is a natural material and develops normal changes through use. Warranty coverage is intended for legitimate defects and does not generally apply to ordinary wear or damage caused after the product has been placed into service.
- Normal leather break-in, creasing, darkening or patina
- Normal wear from regular use
- Scratches, stains or cosmetic damage occurring after purchase
- Damage caused by misuse, abuse or improper handling
- Damage caused by improper storage, excessive moisture or prolonged exposure to harsh conditions
- Unauthorized modification, cutting, drilling, stitching, hardware changes or alteration of the product
- Damage caused by using a product with equipment or a firearm for which it was not designed or confirmed to fit
- Damage resulting from failure to follow reasonable care or use instructions
Wholesale & Distributor Returns
Wholesale and distributor transactions involve larger quantities and different commercial considerations than ordinary individual purchases. Retailers, dealers and business customers should contact Dreamworld Equestrian before returning any wholesale merchandise.
Wholesale return requests must include the applicable Dreamworld Equestrian invoice or other supporting proof of purchase, the affected product quantities and a clear explanation of the reason for the return. Claims involving defective or damaged merchandise should also include photographs and the affected item numbers when available.
Approved wholesale returns may be resolved through replacement merchandise, account credit, refund, repair or another mutually appropriate solution depending on the circumstances. Return authorization is required before wholesale merchandise is shipped back.
Retail Purchases Through Saddle Online Shop / TOMAR’S
If your individual retail purchase was made through Saddle Online Shop / TOMAR’S, please use the order information from that purchase when requesting return or warranty assistance. Retail transactions may be subject to the return and warranty terms applicable to the store and product at the time of purchase.
For product and brand information, customers may also visit the TOMAR’S official brand website. Dreamworld Equestrian remains available for wholesale, distributor and documented product-support inquiries.
Need Help With a Return or Warranty Claim?
Email us with your proof of purchase, order information, photographs and a clear description of the issue. Our team will review the claim and provide the appropriate next step.
This policy describes Dreamworld Equestrian’s general return and warranty-claim process. Specific written warranty terms, wholesale agreements, purchase terms and rights provided by applicable law may also apply.